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Comfort and Inviting Atmosphere in Libraries

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Comfort and Inviting Atmosphere in Libraries

Prince William Public Libraries

Customer Experience | 2021

Innovation Summary

Prince William Public Libraries underwent extensive renovations to offer modern, open floorplans for programming and general enjoyment. New meeting rooms, designated teen-friendly areas, children’s spaces and first-of-its-kind outdoor area represent our commitment to bringing quality library services and welcoming spaces to the community.

Problem Statement

Prince William Public Libraries has been serving its patrons since 1956 and many of its 12 branches have long been due for renovations. They were no longer meeting the needs of patrons nor the design standards of modern libraries. PWPL’s Strategic Plan 2019-2023 calls for versatile, inviting, multi-functional spaces that create attractive, modern community destinations. Despite the challenges posed by the COVID-19 pandemic, PWPL renovated or started to renovate four library branches and opened a new branch.


PWPL completed extensive renovations to Central Library, with more open space and seating, brand-new Makerspace, new study rooms, expanded young adults’ space, redesigned children’s area and a unique space for outdoor programming and interactive environmental education. Similar enhancements now await Bull Run Library. Two other libraries are focusing on young adults with the additions of a Gaming Lounge and designated Teen Center. Smaller libraries received new furniture and circulation desks.


While these renovations were completed recently or are still ongoing, PWPL has already received positive feedback from patrons. When the time for formal evaluation comes, we aim to achieve at least 85% patron satisfaction rating on library space. We will continue to optimize spaces to reflect patron needs. We strive to improve customer service and the patron’s experience with facilities and attract more community members to libraries. To measure success, PWPL develops online and on-site surveys for patrons.